Travelling
Vedant Reddy
Team Manager
Bangalore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Experienced with leading agile teams to deliver high-impact projects on time. Utilizes Scrum practices to enhance team productivity and ensure project alignment with business goals. Track record of fostering collaborative environment that adapts to evolving project needs and priorities.
Overview
13
13
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Team Manager
Gallagher Center of Excellence
10.2013 - 01.2025
- Demonstrated strong leadership skills in directing an operations specialist team
- Supervised and directed a 40+ members team.
- Managed resource allocation effectively, ensuring optimal staffing levels during peak times to maintain service standards.
- Contributed to the optimization of procedures through proactive problem-solving.
- Demonstrated proficiency in providing exceptional customer service by maintaining high standards of professionalism and responsiveness while managing CSMs.
- Utilized expertise in handling different types of managerial reports such as Process Metrics, Division Deck, Management Report, CSM specific reports,and Reconciliation Report.
- Reviewed insurance contracts, checking for accuracy and completeness.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted comprehensive risk assessments for prospective clients, identifying specific needs and recommending appropriate coverage solutions.
- Maintained high client retention rates with regular follow-ups, personalized attention, and prompt resolution of issues.
- Collaborated with claims department to evaluate loss trends, leading to better risk mitigation strategies.
- Managed product backlog effectively, prioritizing high-value items for faster completion.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Developed communications strategies to drive forward progress in public relations.
- Managed internal, external, and crisis communications.
- Analyzed performance metrics of digital content, identifying areas for improvement and adjusting strategies accordingly.
- Produced high-quality video content that effectively communicated brand messaging and increased viewership.
- Applied current editing and photography tools to tell great stories.
Customer Service Executive
Hinduja Global Solutions
08.2011 - 09.2013
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Led transition to remote support model, maintaining high service standards.
- Developed and maintained FAQ section, reducing incoming query volume.
- Coordinated with marketing department to ensure alignment on product announcements and customer communications.
- Streamlined communication between departments, improving response times to customer inquiries.
- Reduced average call handling time, allowing team to assist more customers per day.
- Played a pivotal role in developing new processes or tools designed specifically for handling high-priority escalations more efficiently.
- Reduced response times for escalation cases by implementing efficient processes and protocols.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
Education
Bachelor of Commerce - Finance & Accounting
Vijaya College
Bengaluru, India 04.2001 - 2012
Skills
Contractual understanding
Certification
AINS 21 (Property & Casualty) certified
Hobbies and interests
- Long Touring (Biker)
- Photography
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 21 in the development of Property & Casualty constructions business insurance proposals.
- Supervised overall team of 48 staff members.
Interests
Technology and Coding
Creative Pursuits (eg, photography, painting, music)
Outdoor Activities (eg, hiking, bike riding)
Bike riding, which helps maintain an active lifestyle and promotes mental clarity.
"Bike riding has always been a passion of mine because it provides both physical and mental benefits. It’s a great way for me to stay active, as it keeps me in shape while also allowing me to explore new places and enjoy nature. Whether it’s a leisurely ride through the city or a more challenging trail ride, cycling helps me maintain a healthy routine and enhances my overall fitness. On a mental level, bike riding is my way of clearing my mind. It gives me a break from the usual stresses and helps me refocus, which is incredibly valuable in both my personal and professional life. The rhythm of cycling and the outdoor environment allow me to reflect, reset, and return to my tasks with a refreshed perspective."
Timeline
Team Manager
Gallagher Center of Excellence
10.2013 - 01.2025
Customer Service Executive
Hinduja Global Solutions
08.2011 - 09.2013
Bachelor of Commerce - Finance & Accounting
Vijaya College
04.2001 - 2012
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